Wac Omnichannel Commercial Manager

Job description:
WAC Omnichannel Commercial Manager

Drive the Future of Commercial Excellence Through Digital Transformation

We are looking for a dynamic and commercially driven Omnichannel Commercial Manager to lead the development and deployment of omnichannel commercial capabilities across the WAC region.

This role is designed for a professional who is passionate about commercial transformation, customer experience, and digital innovation. You will be at the intersection of sales, technology, and operations, ensuring that digital channels become a key growth engine while seamlessly integrating with traditional Route-to-Market models.

What You'll Be Responsible For

Shape the Omnichannel Strategy

• Contribute to defining and evolving the omnichannel commercial strategy.
• Build and execute a roadmap aligned with business priorities and growth ambitions.
• Ensure integration between digital channels and existing Route-to-Market models.

Lead Digital Commercial Transformation

• Drive the deployment and adoption of digital commercial solutions, including:
  • eB2B / Super App platforms
  • Telesales channels
  • WhatsApp ordering solutions
  • Marketplaces
  • CRM and Sales Force Automation tools
• Partner with commercial, technology, and operational teams to turn business needs into scalable solutions.

Deliver Commercial Growth

• Define and monitor key omnichannel KPIs.
• Drive customer acquisition, engagement, and retention through digital channels.
• Identify performance gaps and implement improvement actions.
• Use commercial insights and data analytics to support decision-making and accelerate growth.

Accelerate Adoption & Change Management

• Champion the adoption of new digital tools and ways of working.
• Support capability-building initiatives across sales and commercial teams.
• Coordinate customer activation campaigns, promotions, and engagement initiatives.
• Capture customer feedback and transform insights into actionable improvements.

Ensure Operational Excellence

• Oversee the day-to-day performance of omnichannel platforms.
• Coordinate with internal stakeholders and external partners.
• Ensure a consistent and high-quality customer experience across all commercial touchpoints.

What We're Looking For

Experience

• 8+ years of experience in Commercial, Omnichannel, CRM/SFA, Digital Commerce, or related fields.
• Strong FMCG or Consumer Goods experience preferred.
• Solid understanding of Route-to-Market and Field Sales operations.
• Proven track record managing cross-functional transformation projects.
• Experience influencing stakeholders across commercial and technology environments.

Education & Skills

• Bachelor's degree in Business, Marketing, Engineering, or a related field.
• Fluent English required.
• French, Spanish, or Portuguese is a plus.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder management and communication skills.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Knowledge of CRM platforms, eB2B solutions, telesales environments, and digital commerce ecosystems.

Key Success Metrics

Success in this role will be measured through:

• Adoption of omnichannel solutions.
• Growth in active digital customers.
• Revenue generated through digital and telesales channels.
• Customer engagement and satisfaction.
• Successful delivery of omnichannel projects.
• Effective deployment and utilization of CRM capabilities.

What Makes You Successful

• Customer-centric mindset
• Strong commercial acumen
• Strategic thinking
• Results orientation
• Collaborative leadership
• Innovation mindset
• Data-driven decision making
• Ability to thrive in a fast-paced and evolving environment

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